Generating storyboard for a knowledge base in virtual mobile management

ABSTRACT

Described herein is a method and system that provides symptom based and context sensitive knowledgebase management during a remote management session with a connected device. Knowledgebase profiles are generated that are linked to symptoms and device metrics and knowledgebase search rules are set that are linked to the symptoms, and specific device metrics. The knowledgebase management system provides a remote support technician with the support information instantly during a remote management session based on the symptom described by an end user and an assessment of the connected device state in order to aid in the troubleshooting of the issue and assist in the transfer of the knowledge.

CROSS REFERENCE TO RELATED APPLICATIONS

This application is a division of U.S. patent application Ser. No.14/095,135, now U.S. Pat. No. 10,310,594, entitled “KNOWLEDGE BASE INVIRTUAL MOBILE MANAGEMENT” and filed on Dec. 3, 2013, which claimspriority to and the benefit of U.S. provisional application No.61/733,125, filed Dec. 4, 2012, the contents of which are herebyincorporated by reference herein.

TECHNICAL FIELD

This application is related to connected devices, systems, and networks,care support systems, and associated methods of operation.

BACKGROUND

When an end user or subscriber calls in with an issue for a connecteddevice, a remote support technician uses various cumbersome internal andexternal online resources in order to narrow down and troubleshoot theend user's issue. This exercise is usually very time consuming,increases the support call handling time and may frequently result inend user (customer) dissatisfaction. Unsatisfactory end user supportcalls usually result in repeat calls for the same issue thus increasingthe overall cost of end user support.

SUMMARY

Described herein is a method and system that provides the ability to usea unified platform to connect to multiple connected devices nearlysimultaneously without the need to buy and maintain the connecteddevices. The system provides the ability to test the functionality,usability and performance of almost every application within theconnected device and the ability to connect to devices in a manner thatis agnostic to operating systems, operating system versions and devicemanufacturers.

The described system and methods show how remote support technicians useproactive and context sensitive methods and modules, (installed on avirtual mobile management (VMM) or remote management console), thatprovide the remote support technicians with the support informationinstantly during a remote control session based on the symptom describedby the end user and the assessment of the device state in order to aidin the troubleshooting of the issue and assist in the transfer of theknowledge.

The system delivers an improved method and apparatus for Web UserInterface (WUI) of a management console that provides proactive andcontext sensitive methods to present support topics and enable rapidsearch during VMM operation.

The system provides a method and apparatus for remote supporttechnicians to immediately identify and validate some of the problemsthe end user is claiming during the remote control session.

The system supports a method and apparatus for increasing the end userexperience satisfaction as well as reducing the number of steps that aremote support technician has to take to troubleshoot the observeddevice problem.

The system provides and presents the pertinent information availablewithin the context of the device information to the remote supporttechnician during a VMM session so that the call can be productive. Forexample, battery, storage, and device configuration are some of thecontext sensitive hotspots where a remote support technician would beable to immediately get more information related to these areas, byselecting or clicking on these radio buttons, links or hotspots andgetting specific information from either internal or external onlineresources to resolve the issue rapidly.

The system enables proactive presentation of support topics based on theend user described user experience symptoms and availability of thesetopics at the right place within the technician console within the VMMsystem to significantly reduce troubleshooting efforts for remotesupport technicians and help in improving Average Handling Time (AHT)and repeat calls for the same symptoms, which is a key measure forremote support technicians.

The system presents interactive and visual tutorials for a chosenconnected device. These tutorials might include images withinstructions, videos and information that help troubleshoot theconnected device issues easily.

The system allows viewing of these tutorials during a live remotecontrol session. In particular, the system determines the position ofthe remote support technician within the device that is being remotelymanaged or the application that is being accessed, and displays therelevant or applicable tutorials automatically.

The system provides a simple and easy solution to create interactivetutorials for connected devices. This involves using the VMM system toremotely connect to a device and perform use case actions on theconnected device. A video of all actions performed on the connecteddevice is saved by the VMM system. This video can be retrieved from theserver and input into a provided studio, which allows creating tutorialsand publishing it to the server in real time.

The system provides a method for creating tutorials during a live remotecontrol session by picking and choosing segments of the incoming devicestream, and eliminating the need to use pre-recorded videos or images ofthe connected device.

Objectives and advantages of this invention will become apparent fromthe following description taken in conjunction with the accompanyingdrawings wherein are set forth, by way of illustration and example,certain embodiments of this invention. The drawings constitute a part ofthis specification and include exemplary embodiments of the presentinvention and illustrate various objects and features thereof.

BRIEF DESCRIPTION OF THE DRAWINGS

A more detailed understanding may be had from the following descriptiontaken in conjunction with the accompanying drawings wherein are setforth, by way of illustration and example, certain embodiments. Thedrawings constitute a part of this specification and include embodimentsand illustrate various objects and features thereof.

FIG. 1 shows an example system and architecture of a virtual mobilemanagement system or a remote management system in accordance with someembodiments;

FIG. 2 shows an example of a connection end point gateway in accordancewith some embodiments;

FIG. 3 shows an example device client architecture in accordance withsome embodiments;

FIG. 4 shows an example method for contextual search management inaccordance with some embodiments;

FIG. 5 shows an example illustration of context sensitive search duringa remote session in accordance with some embodiments;

FIG. 6 shows an example control flow during an offline storyboardcreation in accordance with some embodiments;

FIG. 7 shows an example process of editing storyboards in real time inaccordance with some embodiments;

FIG. 8 shows example components of a storyboard content producer studioin accordance with some embodiments;

FIG. 9 shows an example control flow during an online storyboardcreation in accordance with some embodiments;

FIG. 10 shows an example illustration of viewing tutorials without aremote control session in accordance with some embodiments; and

FIG. 11 shows an example illustration of viewing tutorials during a liveremote control session in accordance with some embodiments.

DETAILED DESCRIPTION

It is to be understood that the figures and descriptions of embodimentshave been simplified to illustrate elements that are relevant for aclear understanding, while eliminating, for the purpose of clarity, manyother elements. Those of ordinary skill in the art may recognize thatother elements and/or steps are desirable and/or required inimplementing the embodiments. However, because such elements and stepsare well known in the art, and because they do not facilitate a betterunderstanding of the embodiments, a discussion of such elements andsteps is not provided herein.

When an end user or subscriber calls in with an issue for a connecteddevice, a remote support technician uses various cumbersome internal andexternal online resources in order to narrow down and troubleshoot theend user's issue. This exercise is usually very time consuming,increases the support call handling time and may frequently result inend user (customer) dissatisfaction. Unsatisfactory end user supportcalls usually result in repeat calls for the same issue thus increasingthe overall cost of end user support.

While virtual mobile management (“VMM”) (also known as remotemanagement) would reduce a lot of this effort by allowing the remotesupport technician to view the connected device held by the end user,there could still be a need for the remote support technician to look uppossible solutions immediately to ensure the call handling time is less.

There might also be a need for remote support technicians to get trainedon the various functionalities of the connected devices. In thesesituations, rather than searching various locations for the information,it would be beneficial to have a dashboard to immediately highlightsupport topics and provide interactive visual tutorials. The supporttopics and tutorials displayed would be based on the end user reportedsymptom input and the heuristics of device state. The information ismade available throughout VMM within a Knowledge Base (“KB”) dashboardas well as across a VMM console where device information is presentedbased on the context of the data fields presented. Besides the proactiveKB tutorials being presented, the remote support technicians have thecapability to perform context sensitive searches.

The combined use of end user described problem symptoms as well asdevice information enables software applications, through the use ofstructured search patterns, to narrow down the results that are mostrelevant to the issue and topic at hand. Narrowed down search resultsare presented on the KB dashboard as well as being made available in thecontext sensitive areas located on the management console of a VMMsystem.

The term connected device may refer to, but is not limited to, mobiledevices, smartphones, personal digital assistants (PDAs), smarttelevisions, tablets, set-top boxes, and the like.

FIG. 1 is an example overall architecture of a VMM system whichcomprises at least a device client residing inside a device(collectively device client/client 10), a control center system 20 and atechnician console 30. The device 10 communicates with the controlcenter 20 through a wireless network 1. For purposes of readability,block numbers starting with: 1xx relate to the device 10 and itcomponents; 2xx relate to the control center system 20 and itscomponents; and 3xx relate to the technician console 30 and itscomponents.

The control center system 20 is responsible for data management, devicemanagement, web services, analytics, security management, administrativeservices and device connectivity. The components of the control centersystem 20 include a communication end point gateway (CEG) 200, an adminand control function or entity 220, a registration and authenticationfunction module or entity 240 and a data repository 260. The gateways,modules and/or entities are implemented as or in processors, serversand/or any computing device or system.

The CEG 200 manages the device connections within the system. Inparticular, the CEG 200 provides communication endpoints between theadmin and control function module or entity 220 and the device 10,allows for multiple requests to be serviced within one session frommultiple consoles, provides a consistent manner of device connection andtool service in a system with heterogeneous devices running differentoperating systems, provides load balancing across multiple connectionhandlers, (as described herein below), on each CEG 200 in order tominimize single point of failure.

FIG. 2 shows an example CEG 200 which includes at least a connectionmonitor 201 and connection handlers 205. The connection monitor 201creates and manages connection handlers 205, creates session IDs for newconnection requests and monitors all the scheduled and existing sessionswith devices 10. By default, a connection handler 205 is setup for everyCEG 200, where the number of connection handlers 205 is configurable.All the sessions are load distributed across the connection handlers205. Each connection handler 205 handles multiple device sessions.

Referring back to FIG. 1, the admin and control function or entity 220administers and manages all types of communication between the controlcenter 20 and the client devices 10. For example, the admin and controlfunction or entity 220 may include an administrative service that actsas the central administration entity of the system. Through thisservice, system administrators perform administration, management andinstrumentation of all the servers within the system, create andmaintain multiple tenants, assign tenant administrator roles, and otherlike functions. In another example, the admin and control function orentity 220 may have a management service which provides the operationalend point to the system and performs load distribution among the CEGs200, management of device registration, administration of devices andsession queuing. A management entity may be included which isresponsible for providing the management service with in-memory datastorage for key operational data user/group/zone structures, and thelike. In another example, the admin and control function or entity 220may have a service coordinator which is responsible for coordinating thecommunication between various elements within the system. It providesthe database interface to the registration and authentication function240. All services register themselves with the service coordinator. Theservice coordinator is responsible for service discovery.

The data repository 260 stores all the information about the devices 10,server configuration, tasks and status settings. The data repository 260is pivotal to configure and update managed devices and servercomponents. It is also responsible for maintaining the deviceauthentication information. The data repository 260 may comprise threedatabase (DB) elements: an admin DB, operations (Ops) DB, and a reportsDB. The admin DB maintains all the system configurations, tenantconfiguration and management information, system administration andserver instrumentation data. This database is accessed by theadministrative service. The Ops DB maintains data that is required forthe operations of the system such as device enrollment, deviceinformation, user details and the like. This database is accessed by themanagement service and the service coordinator. The reports DB containhistorical data of device enrollment, session, audit, report views, andthe like.

The registration and authentication function 240 provides a single pointof entry for all devices for enrollment and authentication servicesduring a session. In an example, the registration and authenticationfunction 240 comprises a registration service. In another example, theregistration and authentication function 240 includes an enrollmentservice, which is responsible for enrolling registered devices with thesystem. In another example, the registration and authentication function240 includes a software update module which manages the various clientpackages in the system. Devices connect to the software update module torequest client updates. If an update is available, the software updatemodule will provide the appropriate client download link. In anotherexample, the registration and authentication function 240 includes ananchor admin which provides the administration component.

The device client 10 includes at least device management modules 100,application sub-layer 120, session layer 140, and data link layer 160.These modules are explained in detail in FIG. 3.

Referring to FIG. 3, the device client module includes a virtual mobilemanagement (VMM) manager 100, an access control entity 110 andcommunication core 120.

The VMM manager 101 includes VMM modules 102, a state machine 103, atool service coordinator 104 and a non-volatile data repository 105. TheVMM modules 102 provide a multitude of tool services. The tool servicesare grouped together to exhibit common functionality such as remotecontrol, remote navigational guidance and the like. Each tool servicemaintains an instance of a state machine 103, which defines a set ofshared states that the tool service on the device application shareswith the control center 20. The tool service coordinator 104 maintains acollection of active tool service instances that are currently beingserviced by the entire VMM application. The tool service coordinator 104maintains the lifetime of all tool services, and is responsible increating and destroying tool services. The non-volatile data repository105 stores authentication and authorization specific data that is sharedbetween the VMM application and the control center 20. The non-volatiledata repository 105 also serves the purpose of maintaining tool serviceconfiguration as well as VMM configuration data.

The access control entity 111 provides a set of functions to the toolservices to communicate with the control center 20. The access controlentity 111 provides encapsulation of messages before forwarding it tothe communication core layer 120. It invokes an instance of thecommunication core layer 120 and provides a state machine 113 thatdefines the state of the VMM application.

The access control entity 111 interacts with an access control interface(ACI) 112, which provides a set of standard Application ProgrammerInterfaces (API) to the tool services. These APIs provide a consistentcommunication platform to facilitate both synchronous as well asasynchronous communication. The state machine 113 identifies the overallstate of the VMM application. State transitions within the state machine113 triggers events that are handled by the VMM layer 100. The statesare open and close and traffic flows through the ACI 112 only in theopen state.

An authentication entity 116 is responsible for ensuring that the device10 receives a connection and processes requests from the control center20 with which it is enrolled. The authentication entity 116 ensures dataintegrity, security and authentication. A message routing entity 114 isresponsible for routing all signal messages destined to tool services tothe respective event handlers. A message processing function 115 is asignal message pre-processor and receives signal messages from thesession layer 122 destined towards tool services. The message processingentity de-frames these messages prior to forwarding it to the messagerouting entity 114, which applies the routing rules. Messages that aredestined to the control center 20 from tool services are encapsulated inthe message processing function 115.

The communication core layer 120 setups and maintains a dedicatedcommunication channel with the control center 20. The communication corelayer 120 provides the necessary framework to transport messages betweenthe upper layers 100 and 110 and the control center 20. Thecommunication core layer 121 provides message encapsulation, framing,fragmentation and packet re-construction of tool service messages.

The link layer 123 establishes and maintains a dedicated communicationchannel between the client and the CEG 200. The link layer 123encapsulates all messages within its frame prior to forwarding it to thenetwork. Packets that are received by the link layer 123 from thenetwork are re-constructed and de-framed prior to forwarding it to theupper layer. This layer checks for message integrity. The OS core layer130 provides system APIs that are necessary to communicate with theunderlying operating system. These APIs are dependent on the underlyingoperating system. The radio interface layer 140 contains the wirelessradio protocol and services necessary to communicate over a wirelesssignal.

The technician console 30 includes a Graphical User Interface 300, thecommunication engine 310, a protocol stack 320 and a control center API340. The remote support technician can initiate remote connection to thedevice, view tutorials, related videos and perform contextual searchesto troubleshoot issues on the connected device from the technicianconsole 30.

Described herein is a method using the system described herein abovewhich provides remote support technicians with the pertinent supportinformation upon remote session initiation with a connected device basedon the problem symptoms described by the end user and the extracteddevice information. The relevant information is made available in aconfigurable User Interface (UI) as shown, for example, as UI 500 inFIG. 5, on a console of the VMM system that allows remote supporttechnicians to immediately access the relevant topics. The topics areprioritized based on the context or the remote support technicians canfurther search the necessary data for troubleshooting.

The context sensitive topics relevant to the symptom describedpreviously or the device state are presented on various hotspots acrossthe VMM Console. For example, a hotspot is shown as 520 in FIG. 5. Thisenables the remote support technician to quickly access the informationpertaining to an issue during the VMM session without having to traversemultiple console screens or constructing complex searches. The contextsensitive hotspots are driven by rules that are based on the deviceinformation and pre-defined symptoms which are configurable by an enduser that can define the rules and link them to the data fieldspresented on various console dashboards. In other words, the deviceinformation that is selected or picked by clicking on the contextsensitive hotspots along with the issues described by the end user arecombined in a single query dynamically and this query is then sent tothe search engine. The information presented on the KB dashboard and thecontext sensitive support topic list for the relevant console datafields are built via dynamic queries that are run in real time when thedevice remote session is established and the end user described problemsymptom is selected.

The KB profile management module 400 allows for the creation andmaintenance of multiple KB profiles that are then applied to a givenrole. The profiles would include enabling or disabling context sensitivehot spots, enabling or disabling problem symptom selection,configuration of dynamic query, and the like. FIG. 4, for example, showsthe creation of a single KB profile. Many such KB profiles can becreated on the same screen and assigned to different user groups androles. For example, each profile may have different hot spots on thescreen.

FIG. 4 depicts the configuration of an example dynamic query. Inparticular, illustrated is a base uniform resource locator (URL) of anexternal search engine 1, external search engine 2 and internal searchengine 3 [410]. This method enables the remote support technician toimmediately access prioritized topics on the KB dashboard and also theVMM console data fields, where the relevant topics will be availablewithout having to enter additional search strings. In the absence of asymptom selection, the topics are searched and presented based on thestate of the device that has been determined to violate the metrics orpredefined normal operating range rules. FIG. 4 also shows the dynamicquery configuration [420], where different sections of the remotecontrol screen are configured to be contextual hotspots. For example,FIG. 4 illustrates configuring a device summary section with externalsearch engine 1, configuring an application list section with externalsearch engine 2 and configuring a process list section with internalsearch engine 3.

An appropriate VMM user role defines the problem symptoms, and linkingthe problem symptoms to the data field and to the pre-defined metricsrecommended operating range rules, the URLs to be accessed, the methodof access and the query strings to be passed. These definitions are thenused to execute real time queries based on the problem symptom andcontext chosen within VMM console by the remote support technician.

FIG. 5 is an example screen display of the technician's console 500 witha device 510 in a remote connection, a device information summary 520,(an example of a configured hotspot), and a menu of configured browsers530. The device information summary 520 lists the operating system andsoftware version, active network, signal strength, internal devicestorage secure digital (SD) card storage and so on. The entire deviceinformation summary section is a contextual hotspot which can beactivated my means of a right click. During the remote session with thedevice 510, the VMM system has knowledge of the device information,(i.e. make/model, memory state, battery state, and the like), and theproblem symptom. The query string 530 is therefore dynamicallyconstructed with those values, enabling the search to focus further onthat particular issue and make/model.

Besides the context sensitive searches, the remote support technician isalso provided with a multitude of visual device tutorials andtroubleshooting articles. These tutorials/articles contain images andvideos of the device screen with additional instructions, animation andaudio appended to it. The tutorials are referred to as storyboards.

FIG. 6 describes an example process for creating storyboards in anoffline mode. The components that interact with each other during theoffline storyboard creation process comprises of a connected device 610,a VMM console 620 which is used by the remote support technician, a VMMmanagement server 630, a story board content producer 640 and a contentmanagement server 660. In order to create a new storyboard file 650, theremote support technician would initiate a remote control session withthe connected device 610 through the VMM console 620. The VMM console620 receives screen capture images from the connected device 620 in realtime [1]. The VMM console 620 transfers these images into the VMMmanagement server 630, which stores them as a binary file for futureprocessing [2]. The remote support technician can retrieve these binaryfiles as needed and upload it to the story board content producer studio640 [3]. The storyboard content producer 640 parses the binary file andpresents a video of all the operations performed on the connected device610. The remote support technician can use this video to choose requiredimages or segments of the video and enter additional instructions andinformation to create a series of storyboard tags. The remote supporttechnician is also provided the ability to add additional animations andaudio to the chosen images and videos. The storyboard tags also haveassociations to specific device make, model, software version andoperating system version. The storyboard tags are then bundled togetherto create a storyboard file 650 [4]. These storyboard files 650 arepublished to the content management server 660 [5]. The contentmanagement server 660 is responsible for storing and managing all thestoryboard files 650. They are also indexed and prioritized usingvarious proprietary algorithms, so that they can be retrievedefficiently during remote control sessions. The storyboard files 650 canthen be requested from the content management server 660 and viewed onthe VMM console 620 by the remote support technician [6].

FIG. 7 displays an example process for editing pre-existing storyboardarticles and viewing the modifications made in real time. A contentmanagement server 720 stores all the created storyboard articles. Thesearticles can be pulled from the content management server 720 andprovided as input into the storyboard content producer studio 730 [1].The remote support technician can view and make modifications to theexisting storyboards with the provided tools. Storyboard tags can bedeleted or additional information can be appended to them [2]. Themodified storyboard article is then published back into the contentmanagement server 720 [3]. The remote support technician can view thesestoryboard articles with the changes on a VMM console 710 as soon as thestoryboard file is published [4].

FIG. 8 displays example components of a storyboard content creatorstudio 800. The storyboard content creator studio 800 includes a datalog parser 810, a data image processor 820, a markup converter 830, anarticle creator 840, and a web service contracts 850. The data logparser 810 is responsible for receiving the binary files from the VMMmanagement server and parsing them to retrieve the images of the devicescreen. The data image processor 820 is responsible for processing theimage files and adding the device hardware details to the image. Themarkup converter 830 is responsible for processing and managing anyinstructions that get added to the storyboard file. It also converts anytext coming in as rich text format (RTF) to hypertext markup language(HTML) and HTML to RTF. The article creator 840 is responsible forcreating storyboard tags by adding animations, audio and instructions tothe device screen images. The multiple storyboard tags are combinedtogether to for a final storyboard article. The web service contracts850 is responsible for managing the communication between the contentcreator studio and the content management server. It is responsible forpublishing storyboard articles to the content management server andreceiving created storyboard files for editing.

FIG. 9 describes an example process for creating storyboards in anonline mode. The components that interact with each other during theonline storyboard creation process comprises of a connected device 910,a VMM console 920 which is used by the remote support technician and acontent management server 960. In order to create a new storyboard file950, the remote support technician initiates a remote control sessionwith the connected device 910 through the VMM console 920. Once thesession is initiated, the connected device 910 transmits screen displayimages to the VMM server which can be viewed on the VMM console 920 [1].The remote support technician is also provided with the ability to pickimages and segments of the device screen display and add instructions,animations and audio to it on the VMM console 920 itself [2]. Thecaptured and processed images are then combined to form a storyboardfile 950. Additional information is added to associate the storyboardfiles to the correct device make, model, software version, operatingsystem version and so on [3]. These story board files 950 aretransferred to the content management server 960 [4]. The contentmanagement server 960 processes the storyboard files 950 to categorizeand index them. The storyboards 950 can be viewed on the VMM console 920later for training and troubleshooting purposes [5].

Once the storyboard files are published to the content managementserver, they can be viewed in multiple modes. FIG. 10 shows an examplescreen of one such viewing mode. Remote support technicians who need tobe trained on the functionality of the connected devices can login tothe VMM console 1000 and select the pre-canned articles or storyboards1010 and view them without needing to remotely connect to a connecteddevice. Related articles 1020 are displayed on the same screen allowingthe remote support technician to pick and choose the desired articlesthat need to be viewed. The related articles are displayed based on thepriority and the popularity of the storyboard articles based on previoususage.

FIG. 11 shows an example screen of another viewing mode. The remotesupport technician is in remote connection, (i.e., in a remote session),with a connected device trying to trouble shoot an end user issuethrough a VMM console 1100. The system constantly evaluates the positionof the remote support technician within the device 1110 and theapplications being accessed during the remote session. Using variousproprietary algorithms, the system brings into focus the articles orstoryboards 1120 that are relevant and applicable to the situation. Theremote support technician can chose to view the storyboard article 1120or pick different storyboard articles from the related articles sections1130.

While detailed embodiments of the instant invention are disclosedherein, it is to be understood that the disclosed embodiments are merelyexemplary of the invention, which may be embodied in various forms.Therefore, specific functional and structural details disclosed hereinare not to be interpreted as limiting, but merely as a basis for theclaims and as a representation basis for teaching one skilled in thetechnology to variously employ the present invention in virtually anyappropriately detailed structure.

Although features and elements are described above in particularcombinations, each feature or element can be used alone without theother features and elements or in various combinations with or withoutother features and elements.

What is claimed is:
 1. A method for knowledgebase management,comprising: establishing a remote management session with a connecteddevice; recording screen images with respect to the connected device;generating a video from recorded screen images; annotating the videowith at least one of instructions or information to create storyboardtags based on sending dynamic real-time queries to at least one searchengine, wherein respective ones of the dynamic real-time queries arebased at least in part upon extracted device information from theconnected device and a problem symptom associated with the connecteddevice; adding information to the storyboard tags that associates thestoryboard tags with specifications of the connected device; andbundling the storyboard tags to create at least one storyboard file forat least training.
 2. The method of claim 1, wherein the storyboard tagscomprise text, audio, or animations.
 3. The method of claim 1, furthercomprising publishing the at least one storyboard file to a contentmanagement server, wherein the content management server at leastindexes and prioritizes storyboard files.
 4. The method of claim 3,further comprising: reviewing existing storyboard files in the contentmanagement server; revising an existing storyboard file; andre-publishing a revised storyboard file to the content managementserver.
 5. The method of claim 3, further comprising: retrieving the atleast one storyboard file from the content management server; anddisplaying the at least one storyboard file from the content managementserver to a user.
 6. A method for knowledgebase management, the methodcomprising: establishing a remote management session with a connecteddevice; reviewing screen images at a technician console; selectingcertain screen images; annotating the certain screen images with atleast one of instructions or information to create storyboard tags basedon sending dynamic real-time queries to at least one search engine,wherein respective ones of the dynamic real-time queries are based atleast in part upon extracted device information from the connecteddevice and a problem symptom associated with the connected device;adding information to the storyboard tags that associates the storyboardtags with specifications of the connected device; and generating atleast one storyboard file from the storyboard tags.
 7. The method ofclaim 6, further comprising publishing the at least one storyboard fileto a content management server, wherein the content management server atleast indexes and prioritizes storyboard files.
 8. The method of claim7, further comprising: reviewing existing storyboard files in thecontent management server; revising an existing storyboard file; andre-publishing a revised storyboard file to the content managementserver.
 9. The method of claim 7, further comprising: retrieving the atleast one storyboard file from the content management server; anddisplaying the at least one storyboard file from the content managementserver to a user.
 10. A remote management system, comprising: acommunication module configured to establish a remote management sessionwith a connected device; a data log parser configured to retrieve screenimages from the remote management session; a data image processorconfigured to add connected device information to the screen images; amarkup converter configured to process annotations to the screen images;an article creator configured to: generate storyboard tags fromannotated screen images based on sending dynamic real-time queries to atleast one search engine, wherein respective ones of the dynamicreal-time queries are based at least in part upon extracted deviceinformation from the connected device and a problem symptom associatedwith the connected device, add information to the storyboard tags thatassociates the storyboard tags with specifications of the connecteddevice; and combine the storyboard tags into a storyboard file; and acontent management server configured to receive the storyboard file forpublishing to users.
 11. The remote management system of claim 10,wherein the content management server at least indexes and prioritizesstoryboard files.
 12. The remote management system of claim 10, whereinthe article creator is further configured to publish the storyboard fileto the content management server.
 13. The remote management system ofclaim 10, wherein the article creator is further configured to at least:retrieve existing storyboard files in the content management server;revise an existing storyboard file; and re-publish a revised storyboardfile to the content management server.
 14. The remote management systemof claim 10, wherein the markup converter is further configured to:receive an annotation in a rich text format (RTF) file; and convert theRTF file to a hypertext markup language (HTML) file.
 15. The remotemanagement system of claim 10, further comprising a virtual mobilemanagement (VMM) console configured to: retrieve the storyboard filefrom the content management server; and display the storyboard file tousers.
 16. The remote management system of claim 10, wherein thestoryboard tags comprise text, audio, or animations.
 17. The method ofclaim 1, wherein the at least one search engine comprises an internalsearch engine and at least one external search engine.
 18. The method ofclaim 1, further comprising configuring the dynamic real-time queries inresponse to a selection of a context sensitive hotspot corresponding tothe extracted device information from the connected device.
 19. Themethod of claim 6, wherein the at least one search engine comprises aninternal search engine and at least one external search engine.
 20. Theremote management system of claim 10, wherein the at least one searchengine comprises an internal search engine and at least one externalsearch engine.